If Habbo Hotel isn't working, or you can't access the site then you should read through these Frequently Asked Questions.

What should I do if I cannot log into Habbo?

There are a number of reasons why Habbo Hotel may not work for you.

The Hotel May Be Full - Wait a few minutes then try to enter again.

You Might Be Banned - If you see a message popping up saying you have been denied access, wait two hours, then try again. If you still can't get in, email us using the Habbo Help Tool.

Out Of Memory - Try restarting your computer. Also, make sure you don't have too many other browser windows/programs open when you try to use Habbo Hotel.

Firewalls - If you have a firewall running on your computer or network, make sure you have specific ports opened on it, so that you may use Habbo Hotel. Also make sure you haven't denied access to Habbo Hotel by checking which programs are blocked from accessing the internet.

Caching - Your ISP may be keeping an old copy of our site on its servers, there isn't much we can do about this, but it will usually update in a few hours.

Disconnected - You keep getting the 'Disconnected! Please reload Habbo Hotel' pop up. If this happens it means the connection between your computer and Habbo Hotel has broken. Sometimes you will still be able to speak and move about, but some parts of the hotel - like your Navigator or Console - might not work.

Try reloading the hotel (Ctrl-R or F5). Since this problem is caused by the connection from your ISP (who you connect to the Internet through, e.g. AOL, Freeserve etc) to the Internet breaking, it may due to high Internet traffic and so just trying later might help. If you use a very popular ISP that has lots of users and gets very busy, you may get disconnected more often. It may even be worth switching to a different ISP.

Finally, if your Friends List is really, really long it might be a good idea to remove some of the people you don't talk to anymore.

Script Errors - Do you get pop ups saying 'script error' or 'this file is not a director file' etc. This sometimes happens if we have added new things to the Hotel, like new bits of furniture in the Catalogue. To solve the problem - close all Internet Explorer (IE) windows. Open a new IE window. Choose 'Internet Options' in the 'Tools' menu on the top menu bar. Choose 'Temporary Internet Files' in the window that opens. Click on the button labelled 'Delete Files...'. Click on 'OK' to empty the locally cached files. Close the IE window. When you go into the Hotel next it will take a bit longer to load, but the script errors should not occur.

Black Screen - Do you click on 'Check in' and all you get is a black screen? Most likely there is a problem with your Shockwave download. The best thing to do is go to the Habbo Home Page and download it again. When the download is complete re-install shockwave.

Security Risk Pop Up - A scary looking pop up appears warning of a security risk. This is a normal security pop up from Shockwave. To stop it appearing again, just tick the third box and 'OK'.

Never Connect - Do you type in your Habbo name and password and it just keeps saying 'connecting', until you eventually get the 'disconnected' pop up. Most likely the Hotel is full, so wait a while and try again. The Hotel gets busier after school and at the weekends. However, if you got a pop up the last time you came to the Hotel saying that you'd been refused permission, your Habbo is banned and that is why you can't get in. Or is someone else who uses the same computer has been banned permanently, they may have got the computer banned too. If you think this is the case, please ask everyone who uses the computer what their Habbo names are and email them to us using the Habbo Help Tool so we can check.

Out Of Memory Alert - When loading Habbo Hotel, or afterwards, you may get an alert saying 'Out of memory even after purging all cast members ..'. Habbo Hotel has loads of graphics that consume your computer memory (RAM) and the alert means that there is not enough free memory for Habbo to work. In many cases, the following tricks help:

* Close your browser and other applications (such as word processor, spreadsheet, mp3-player). Now open your browser and try Habbo Hotel again.
* Restart the computer. Often, when your computer has been in use for long periods, its memory gets full.

I have a shockwave or other technical problem what should I do?

If you have a technical problem or a shockwave problem then you should read the Technical FAQ's you should find the answer to your question there.

Why when I try to log-in does 'Oops Error appear'?

This is because to many people are trying to connect at once, and you cannot establish a connection to Habbo Hotel. Refresh your Habbo window by pressing F5 or Crtl R and try again.

How do I get a new password sent to me?

If you have forgotten your password or had your account stolen and YOU KNOW the date of birth and email address on your account then you can use the Forgotten Password Tool to restore it.

Please note: the above link will only work if you are not logged in to a Habbo account.

In order to restore your password manually you will require the following account information:
* Habbo Account name
* Date of Birth
* Email address currently in use on the account (you MUST have access to this e mail account and it MUST be a non-AOL account)

If you do not know all of the above information or have an AOL email address then you need to send us an email so we can try and help you.

Please follow the step-by-step guide below to manually restore your Habbo account password:

* Go to www.habbo.co.uk
* Click on the Help tab
* Click on Contact us
* Click on the Habbo Help Tool link
* Select 'Email us' at the bottom of the page
* Select Habbo and click proceed
* Put in the Habbo name that requires a new password and the email address currently in use on that account and click proceed
* Select "I've forgotten my password" from the drop down menu and click next
* If you are sure you are typing your password correctly then choose "Yes" and click proceed
* Fill in the date of birth that is on your Habbo account and click proceed
* Read the information carefully and then click next to have the new password sent to your email address
* Login to your email account and check your inbox and JUNK FOLDER for the email containing your new Habbo password
* Login to Habbo Hotel using your new password and then Update your Habbo ID to change the password to something you will remember.

Remember to NEVER give your Habbo password or ANY personal details out to anyone EVER. Habbo Staff will NEVER ask you for your password.

I do not remember the birth date I put on my account, what can I do?

Habbo staff do NOT have the ability to change your date of birth, so it is important for you to remember the details you specified on your Habbo account. If you can not remember the date of birth on your account, then you can contact Habbo through the Help Tool and, providing you can supply them with the following information, they will send you your date of birth.

* Email address used to create the account
* Details of any other email addresses on the account
* Your ISP (Internet server provider)
* Details of any bans on the account
* Details of all Credit transactions & payment methods

You can contact Habbo Hotel using the Habbo Help Tool.

NOTE: If you do not include all of the above information in your original email then we will be unable to send you the information you require.